2015
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Solomon’s Excellence Academy
More Info About Me
In the fast-paced world of modern business, success is defined by the ability to balance technical precision with human connection. As a professional with a diverse background in sales and customer service collections, I have built my career on the foundation of being both a reliable contributor and a resilient problem-solver.
My journey at Sutherland Global Services has been a defining chapter in my professional development. Having excelled as a Collections Associate, I have transitioned into a Support role, where I now leverage my expertise to assist the team and ensure operational success. This progression has allowed me to sharpen my communication skills to a high degree of proficiency, moving beyond individual targets to focus on team-wide efficiency and problem-solving. In the collections industry, success demands the ability to navigate high-pressure situations with adaptability and empathy; in a support capacity, it requires the additional ability to mentor others and maintain professional integrity under challenge.
Beyond my technical experience, I pride myself on being a detail-oriented and flexible team member. I believe that a strong work ethic is rooted in an eagerness to learn and a commitment to growing within an ever-evolving environment. Whether I am resolving complex account discrepancies or providing essential support to my colleagues, my approach remains the same: to be a hardworking professional who can be counted on to deliver results and elevate the team.
As I look toward the next step in my career, I am eager to bring my background in negotiation, my transition into leadership support, and my unwavering commitment to excellence to a professional team where I can continue to contribute and grow.
My Skills and Competencies
Leadership
Compliance and Risk Management
Performance Coaching
Conflict Resolution
Customer Service
Email management
Time Management and Detail Oriented
Problem Solving and Muti-Tasking
Social Media Management
Data Analysis and Reporting
Certificates
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My Experience and Education
2021
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2024
Sutherland Global Services
(Collections Associates)
Managed a high volume of outbound and inbound calls, negotiating payment plans and resolving delinquent accounts with a focus on empathy and professionalism. Consistently met or exceeded monthly recovery targets while maintaining high customer satisfaction scores. Utilized persuasive communication techniques to overcome objections and secure financial commitments from diverse customers. Maintained accurate documentation of all customer interactions and financial transactions within the CRM system.
2024
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2026
Sutherland Global Services
(Support Auditor (Promotion))
Conducts comprehensive audits of collection calls and account handlings to ensure strict adherence to company policies and financial regulations. Identifies process gaps and provides actionable feedback to associates to improve recovery rates and customer service quality. Analyzes team performance data to ensure compliance with Fair Debt Collection Practices and internal quality benchmarks. Serves as a Subject Matter Expert (SME), assisting the team with complex inquiries and providing guidance on best practices for account resolution.
My Services
Editing Skills
Can do basic editing, using canva, capcut and filmora.
Email Management
Organize your inbox, sort and label emails, and respond to basic message to keep communication smooth and efficient.
Customer Service
Phone and email support, problem solving, follow ups, empathy.
Data Entry
Inputting, updating, and maintaining information in digital databases or computer systems.